Oracle GSE account members with interest in Tech, FMW, JDEdwards or Service Cloud; +GSE +PDIT DSS

Customers today constantly engage with companies across multiple channels. Companies need to be able to engage, sell to, and service customers across all channels: the web, in a store, over the phone, via a mobile device or through social channels. Customers desire a simple, secure and consistent experience, whether it is a bank they are interacting with, or a retail store they are ordering a product from, or a service and maintenance request they are creating.

Highlights

The demo illustrates how to

Leverage common development technologies to enable compatibility and re-usability across multiple channels

Access information and applications intuitively and securely through self-service portals for customers, employees and partners

Sunday Nov 23, 2014

Customers
today constantly engage with companies across multiple channels. Companies need
to be able to engage, sell to, and service customers across all channels: the
web, in a store, over the phone, via a mobile device or through social
channels. This demo showcases how customers can be quickly and efficiently
serviced across multiple communication channels or touch points such as a
mobile phone, tablet or a desktop over a secure infrastructure.

Use-case:

A
fictional company PowerCo, which is an industrial manufacturer, wants its
customers to be able to access the mobile application it provides, to conveniently
research and resolve any issues they may have. Furthermore, the company wants
to increase the productivity of its Service Reps and field technicians by
providing them with a single unified view of all the issues its customers are
facing. By delivering consistent, accurate and the most up-to-date information,
regardless of who is handling the issue, PowerCo aims to provide a seamless
experience to all its customers.

The sequence of steps are highlighted below -

The demo highlights the following key pieces -

Connectivity, Orchestration & Common enterprise services – The ability to automate and manage cross enterprise business process shares services across multiple channels using Oracle
SOA suite and Service Bus

Develop and deploy applications across multiple
channels - The ability to access information and applications intuitively and securely through self service portals for customers, employees and partners using Oracle
Mobile Suite and WebCenter Portal

Secure infrastructure for users – Authentication and authorization and governance and
management using Oracle Identity
Management